Jozz Casino - Prostředky hráče byly zabaveny kvůli problému s ověřením.

Hello, i made deposit without bonuses. Then i wanted to make withdrawal. They requested some documents. I have provided all documents they needed. Then they asked for verification of source of funds. They wanted official document prooving my sources of funds. However i have explained to them, that i do not work officially, that i make money with cryptocurrency. They replied that they need official document. And now they took money from my account. Help please.

Dear Fayzer,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Jozz Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

What payment method did you use for depositing into the casino?

Has the casino suggested what type of document would be accepted as your source of funds? Have you tried sending them the statement from your cryptocurrency wallet, where your income would be visible?

Could you also kindly explain why the money was deducted from the account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, I had deposited with crypto (dogecoin)

I have told them that all my income are from crypto. They said that they need officially verified documents of my income. I have asked them again, that taking into account my type of income, what documents or screenshots i can give them. They just blocked my account and took all my money.

Could you also kindly explain why the money was deducted from the account?

I do not know, ask them!

Unfortunately, i have no old screenshots of live-chat with support.

I asked them again to see what they say.

Thank you very much, Fayzer, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, Fayzer,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, can you please explain how do you earn on crypto? If you earn by trading crypto on some crypto market(s), there should be also details of the trades or confirmation about "earnings" that went to your crypto wallet used for deposit(s). Otherwise, if there is no confirmation of the origin of the funds, it could appear that they originate from an illegal/unofficial trade or 3rd party (forbidden), which may raise suspicion in the casino's eyes (AML rules breach).

Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Jozz Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and/or withdraw his winnings?

How can the user verify the source of the deposited funds? What documents fit this purpose?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello dear @all,

This case is already resolved. All funds were successfully withdrawn on 29 March 2024. However, the player can't continue to play our casino, because we have reason to believe he hasn't done a fair play. 

With regards, Jozz team

I confirm that i have withdrawn my funds succesfully

Thank you, Fayzer, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system.

Thank you, Jozz Casino team, for your help and cooperation!

Best regards,

Branislav, Casino.guru